2024 Outstanding Woman in Customer Success: : Serena Patel

Winner name: Serena Patel

Job Title: Manager, Account Management

Company: AdRoll

Why she is a winner:

Serena Patel has moved up the ranks throughout her 7 year career at AdRoll and is currently Head of Account Management of our APAC office located in Sydney.

Serena manages APAC Customer Onboarding and Account Management, and has done a fantastic job leading her team to ensure customer satisfaction - which in turn has led to revenue growth and exceptional client retention rates. Serena truly cares about her job, and is true to one of AdRoll’s main operating principles, which is to “be customer obsessed.”

Despite her distance from the AdRoll headquarters in San Francisco, Serena makes it a point to partner with cross-functional teams around the world to share best practices and voice what is needed for her team and regional customers.

Here's a breakdown of her achievements:

• Team Management: Serena has effectively coached and mentored her team, as evidenced by the high success rate (78%) of onboarding campaigns. She also maintained strong client relationships through frequent face-to-face visits. Despite the physical distance from a majority of the company, she also makes sure that her team is involved when it comes to decision making.

• Customer Success: Serena's focus on customer satisfaction has resulted in high revenue attainment (103%) and contract renewal rate (119%) for her team. She also maintains a high volume of customer visits that include interstate trips. Her customer dedication has resulted in strong product adoption.

• Knowledge Sharing: Serena has created call feedback documents to improve her team's performance and actively shared best practices with colleagues globally. She is also an expert on Gong where she regularly reviews customer calls to improve her customer knowledge.

• CS Spokesperson: Serena also represents the CS team in many internal events, especially Sales Kickoffs.

Congratulations Serena!